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Service Catalogue
[Company Name] [Company Name] [Street Address] [City, State Zip Code] [Creation Date]
Notes: The following template is provided for writing a Service Catalog document. [Inside each section, text in green font between brackets is included to provide guidance to the author and should be deleted before publishing the final document.] Inside each section, text in black font is included to provide a realistic example. Inside the example, text in underlined, blue font indicates a possible hyperlink to a report or document. You are free to edit and use this template and its contents within your organization; however, we do ask that you don't distribute this template on the web without explicit permission from us.
Copyrights: ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

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Service Catalogue

Document Control
Preparation
Action Name Date

Release
Version Date Released Change Notice Pages Affected Remarks

Distribution List
Name Organization Title

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Service Catalogue

Table of Contents
1.
1.1 1.2 1.3 1.4 1.5

INTRODUCTION .......................................................................................................... 4
Purpose......................................................................................................................................... 4 Scope............................................................................................................................................ 4 Definitions, Acronyms, and Abbreviations.................................................................................. 4 References .................................................................................................................................... 6 Overview ...................................................................................................................................... 6

2.
2.1 2.2 2.3

BASIC INFORMATION ............................................................................................... 7

Business Units.............................................................................................................................. 7 Categorization of Services ........................................................................................................... 7 List of services ............................................................................................................................. 8

3. 4.
4.1

SERVICE TEMPLATE ................................................................................................. 9 SERVICE CATALOGUE ........................................................................................... 11

Storage Services ......................................................................................................................... 11

5.
5.1

ANNEX ......................................................................................................................... 14
List of Tables ............................................................................................................................. 14

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Service Catalogue

1. Introduction
[A Service Catalogue is a database or structured document with information about all live IT services, including those available for deployment. There are several ways companies use to implement a Service Catalog. Some companies use structured spreadsheets, others build customized databases and others acquire integrated Service Management tools. Even if you are about to implement one of the last two options, it is recommended to start modeling the Service Catalog by using tables. There are some basic steps to start building a Service Catalogue: Collect information about Business Units and Services. Determine what is important to define a service. Determine dependencies. This document is a template for building a Service Catalogue. In this first section you might provide the purpose, scope, definitions, acronyms, abbreviations, references, and overview of the document.]

1.1 Purpose
[Provide a brief description of the purpose of this document.] This document contains the updated Service Catalogue for the IT Service Provider organization, i.e., an structured document with information about all live IT services, including those available for deployment. Change to this document should be raised through a Request For Change (RFC).

1.2 Scope
[Describe on which locations the Service Catalogue will be applied and the extent of the document itself.] This document applies to all the services currently been provided by the IT Service Provider Organization.

1.3 Definitions, Acronyms, and Abbreviations

[This section provides the definitions of terms, acronyms, and abbreviations required to understand this document.]

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www.FastITILtemplates.com Term Availability Definition

Service Catalogue

Ability of an IT service or other configuration item to perform its agreed function when required. Copying data to protect against loss of integrity or availability of the original. Impact The activity in business continuity management that identifies vital business functions and their dependencies. A segment of the business that has its own plans, metrics, income and costs. Each business unit owns assets and uses these to create value for customers in the form of goods and services. The maximum throughput that a configuration item or IT service can deliver. Requiring payment for IT services. Any component or other service asset that needs to be managed in order to deliver an IT service. An IT service that is visible to the customer. They normally support the customers business processes and facilitate one or more outcomes desired by the customer. The time when an IT service or other configuration item is not available during its agreed service time. An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. A measure of the effect of an incident, problem or change on business processes. The activity for establishing how much customers will be charged. A category used to identify the relative importance of something. A structured set of activities designed to accomplish a specific objective. A formal proposal for a change to be made.

Backup Business Analysis

Business Unit

Capacity Charging Configuration Item (CI) Customer-facing service Downtime

Escalation

Impact Pricing Priority Process Request For Change (RFC) Role Service Catalogue

A set of responsibilities, activities and authorities assigned to a person or team. A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. A contract to deliver one or more IT services. An agreed time period when a particular IT service should be available. An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. A role responsible for managing one or more services throughout their entire lifecycle.

Service Contract Service Hours Service Level Agreement (SLA)

Service Owner

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www.FastITILtemplates.com Term Service Reporting Definition

Service Catalogue

Activities that produce and deliver reports of achievement and trends against service levels. An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services. Supporting services may also include IT services only used by the IT service provider.

Supporting Service

Table 1. Definitions, Acronyms, and Abbreviations

1.4 References
[This section provides a complete list of all documents referenced elsewhere in this document. Identify each document by title and other applicable data like version, date, etc. This information may be provided by reference to an appendix or to another document.] Doe, J. (2012). "The Client 1". Storage Services. Business Impact Analysis. Doe, J. (2012). "The Client 1". Storage Services. Service Contract. Doe, J. (2012). "The Client 1". Storage Services. SLA. Doe, J. (2012). "The Client 2". Storage Services. Business Impact Analysis. Doe, J. (2012). "The Client 2". Storage Services. Service Contract. Doe, J. (2012). "The Client 2". Storage Services. SLA.

1.5 Overview
[This subsection contains a summary of the content of the document and explains how the document is organized. You can begin with a background explaining the Service Catalogue.] ITIL (Information Technology Infrastructure Library) is the most recognized set of Best Practices for the IT Service Management and is used by organizations world-wide to establish and improve capabilities in Service Management. One of the important recommendations given by ITIL is the need to build and maintain a Service Catalogue. The Service Catalogue provides a central source of information on the IT services delivered by the service provider organization. It demonstrates to the customers the value that IT services are able to provide to the business. This Service Catalogue is organized as follows: First, section 2 summarizes the business units that have been identified as receiving our services, the categorization of our services, and the list of services that are currently been operated or that are ready to be deployed. Then, in section 3, a template is provided to add new services to the Service Catalogue. And finally, in section 4, every service is listed with all the relevant information filled.

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Service Catalogue

2. Basic Information
[Document here the introductory steps in building the Service Catalogue.]

2.1 Business Units.

[List the Business Units receiving or about to receive the services.] The Business Units that are receiving or are about to receive our services are shown in the Table 2. Business Units. Company Client 1 Client 1 Client 1 Client 1 Client 1 Client 2 Client 2 Client 2 Client 2 Client 2 Business Units All units Finance HR Logistics Procurement All units Finance HR Logistics Procurement

Table 2. Business Units.

2.2

Categorization of Services
[In most cases, it is better to categorize services. In that way, the Service Catalog is better navigated as hierarchy of services.] Categories to organize services are shown in Table 3. Services Categories. Service Categories Application Services Business Services Communication Services Hardware Services Hosting Services Infrastructure Services Professional Services Security Services
Table 3. Services Categories.

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Service Catalogue

2.3

List of services
[List live services and also services ready to be deployed. Although the Service Catalogue basically target the custom-facing services, supporting services might be added as well for internal control.] The services that are currently been provided are listed in Table 4. List of services provided. Services HR Applications Services Office Applications Services E-mail Services Printing Services Procurement Services SAP Services WEB Services Conferencing Services Mobile Services Remote Connection Services Telephone Services Accessories Services Desktop Services Laptop Services PDA Services Printer Services Storage Services Virtualization Services Development Services Project Management Services Service Desk Services Training Services Data Services Network Services Compliance Services Identity and Access Services Category Application Services Application Services Business Services Business Services Business Services Business Services Business Services Communication Services Communication Services Communication Services Communication Services Hardware Services Hardware Services Hardware Services Hardware Services Hardware Services Hosting Services Hosting Services Professional Services Professional Services Professional Services Professional Services Infrastructure Services Infrastructure Services Security Services Security Services Type Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Customer-facing Service Supporting Service Supporting Service Supporting Service Supporting Service

Table 4. List of services provided.

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Service Catalogue

3. Service Template
[One important thing in designing a Service Catalogue is to reach a common understanding on how to identify the service. In doing so, you can get a catalogue more readable to the customer. The design varies from one company to another. In the example below, the fields shown are those that are commonly used. The Service Catalogue has two parts: the Business Service Catalog and the Technical Service Catalogue. Some companies implement only the first one and others the last one. Many companies implement a unique Service Catalogue with both parts within.] In order to add new services to the catalogue, a template must be defined to ensure a uniform view of the services. The template for doing so is shown in Table 5. Service Template. Substitute text in the second column for the real text when instantiating a new service. Service Name Service Description Features Service Category The agreed name for the service. A brief description of what the service does, and the expected outcomes. Briefly outline the main features and functionalities of the service. Classify the service into one of the categories previously agreed. Categories are important to provides the Service Catalog with a hierarchical view of services. Customer-facing service or supporting service. A customer-facing service is an IT service that is visible to the customer. Typical data to be recorded are those connecting to the business, although information from the supporting layer can be recorded as well for internal use by the IT service provider. A supporting service is an IT service that is not directly used by the business, but is required by the IT service provider to deliver customer facing services (for example, a directory service or a backup service). Supporting services may also include IT services only used by the IT service provider. Typical information to be recorded are those from the supporting layer. Name and contact information of the person(s) with this role. Business Service Catalogue Business Name and contact information of the person(s) with this role. Owner(s) Business Unit(s) Business unit(s) to which the service is provided Describe the positive impact of having the service available and/or the negative Business Impact impact of the opposite. The impact can be quantified by the number of users affected, the impact on each user, and the cost to the business. Business Select from a previously agreed scale like Critical/None-critical or High/Medium/Low. Priority Business Name and contact information of the key business person(s) to be contacted. Contacts

Service Type

Service Owner(s)

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Service Catalogue

Service Level Agreement (SLA) Service Hours Escalation Contacts Service Reports Service Reviews Security Rating Request Procedures Pricing and Chargeback Policies Supporting Services Services Supported Configuration Items (CI)

It is usually better to provide a link to the document with the SLA encompassing the IT service. Write here the agreed time period when the IT service should be available. Name and contact information of the person(s) to be contacted when an escalation procedure is triggered. A list of the operational reports available for the IT service. Frequency of the service level review meetings. Classify according to the security level of the IT service. Describe how the service should be requested. Establish how customers are charged. Describe any policies governing the use of of the service. Technical Service Catalogue List any supporting services on which the IT service depends. List any service this service is supporting. List of other CI supporting the IT service, including hardware, software, application and data.
Table 5. Service Template.

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Service Catalogue

4. Service Catalogue
[Add here every service with the format set by the Service Template in the previous section. In the example below, only one service is included as a sample. Add as many as you have. In the beginning, you can start with a few services and later add the others.]

4.1

Storage Services
[This service is provided as a sample. Add as many as you have.]

Service name Service description

Features

Service category Service type Service owner(s)

Storage Services The Storage Service provides a robust combination of hardware and software for managing the needs of reliable storage for the customers data and information. Redundant Storage Area Network (SAN) architecture with iSCSI and Fibre Channel technologies. Network Attached Storage infrastructure supporting Common Internet File System (CIFS) and Network File System (NFS). Distributed File System (DFS) Namespace and Replication. Disaster Recovery Support. Scheduled and on-demand backup. Information recovery and database recovery. Hosting Services Customer-facing Service John Doe Product Manager - Service Provider Company john.doe@serviceprovider.com +1 (111) 111-1111 Business Service Catalogue Jane Doe CIO - Client1 Company jane.doe@client1.com +1 (111) 211-1111 Thomas Doe Director . Client2 Organization thomas.doe@client2.org +1 (111) 311-1111 Client 1 / Logistics; Client 2 / All units

Business owner(s)

Business unit(s)

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Service Catalogue

Business impact

The customers are deeply affected in case a failure in a storage component effect a downtime in the availability of their business services. For a detailed analysis of the financial and image costs, see the documents: (Doe, "The Client 1". Storage Services. Business Impact Analysis., 2012). (Doe, "The Client 2". Storage Services. Business Impact Analysis., 2012). The Storage Services provide high availability, high performance, high scalability solutions that dramatically increase reliability for the business services. Critical James Doe Liaison - Client1 Company james.doe@client1.com +1 (111) 211-1112 Albert Doe Liaison - Client2 Organization albert.doe@client2.org +1 (111) 311-1112 See the documents: (Doe, "The Client 1". Storage Services. SLA., 2012). (Doe, "The Client 2". Storage Services. SLA., 2012). Services are guaranteed 24x7x365 with an availability of 99.99%. John Doe Product Manager - Service Provider Company john.doe@serviceprovider.com +1 (111) 111-1111

Business priority

Business contacts

Service level agreement (SLA) Service hours

Escalation contacts

James Doe Liaison - Client1 Company james.doe@client1.com +1 (111) 211-1112 Albert Doe Liaison - Client2 Organization albert.doe@client2.org +1 (111) 311-1112

Availability Reports. Capacity Reports. Service reports Service Achievement Reports. Security Reports. Service review meetings are scheduled every month at the customers locations, in Service the days agreed by the parties: reviews Security rating High

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Request procedures

Additional storage capacity or change in capacity, performance or any other conditions can be requested by the Business Owners by means of a Request For Change (RFC). Pricing is determined by: Type of storage allocated. Number of SAN and/or NAN ports. Storage capacity allocated. Number and size of replicas across LAN and WAN. Number and size of backups. Data retention periods. See the documents: (Doe, "The Client 1". Storage Services. Service Contract., 2012). (Doe, "The Client 2". Storage Services. Service Contract., 2012). Technical Service Catalogue Data Services; Network Services; Compliance Services; Identity and Access Services No See the report Configuration Information for the Storage Services.
Table 6. Storage Services.

Pricing and chargeback

Policies

Supporting services Services supported Configuration Item (CI)

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Service Catalogue

5. Annex
[Insert here anything you may like to attach to support the document.]

5.1 List of Tables

Table 1. Definitions, Acronyms, and Abbreviations ...................................................... 6 Table 2. Business Units. ............................................................................................... 7 Table 3. Services Categories........................................................................................ 7 Table 4. List of services provided. ................................................................................ 8 Table 5. Service Template. ......................................................................................... 10 Table 6. Storage Services. ......................................................................................... 13

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